Job details

Agency Support Analyst

Get a free resume review

OBJECTIVE

Agency Support Analyst Objective

To provide Level I technical support in a call center environment for up to 2,400 end-users. To provide proactive communication to all appropriate parties regarding online production system issues and outages. To provide problem analysis, resolution and coordination services to customers who require assistance in solving day-to-day operating problems related to specific application software systems, generic use utility software, personal computers and related equipment; network access; production batch output; and technical operating procedures. To recognize, analyze, and report ongoing problem trends and document solutions in a service desk tracking system.

RESPONSIBILITIES

Agency Support Analyst Responsibilities

Provide end-user problem support by giving immediate response to end-user problems and questions related to computer hardware, application and system software, network communications, batch production processing, system and network administration, and related business procedures. Analyze and independently resolve 75 percent of assigned problems on initial end-user contact. Request assistance of senior analyst or Level II support if unable to determine immediate resolution. Assign unresolved complex problems to Level II technical support or other support personnel as appropriate. Dispatch unresolved network problems to appropriate vendors. Follow up on all open problems to assure timely response to the end-user. Document all reported problems on the problem tracking system.

Provide a solid level of support to applications and products including, but not limited to, FB CARES, Microsoft Word, Excel, Outlook, Online Forms, Eforms, Security Forms, Auto/Member, Homeowners, BAP Quote, Customer Center/Lienholder, Document Center, Farmowners, Life Solutions, Photo Upload, RCT, BVS, Life Wizard, Online Manuals, Guardian, Farm Bureau Portal knowledge and navigation, Internet Explorer, Agent Log File, US Signal, Payroll’s ADP EeTime, LexisNexis-MVRs/Pay Advantage, Active Directory, Query, printing of all applications, printing hardware problems, Office Communicator, basic mainframe knowledge, Cipher Trust, E-mail Encryption, and Password Self Service.

Provide a solid level of understanding and knowledge related to the operational aspects of the Field Force environment including workstation and printer hardware usage.

QUALIFICATIONS

Agency Support Analyst Qualifications

Required

High school diploma or equivalent required.

Three years of experience in information technology or concentrated use of personal computers required.

Good understanding of insurance concepts required.

Demonstrated ability to communicate clearly, succinctly and in a manner that appeals to a wide audience.

Preferred

Associate’s or bachelor’s degree in business or computer science preferred.

Experience in customer service or technical help desk environment preferred.

Understanding of Farm Bureau's processing environment preferred.

Note Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

PM19

Average salary estimate

$50000 / YEARLY (est.)

min

max

$40000K

$60000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Agency Support Analyst, Michigan Farm Bureau Family of Companies

As an Agency Support Analyst at Farm Bureau in Lansing, you'll be at the heart of our technical support team, ready to make life easier for up to 2,400 end-users. This isn't just any support role; you'll provide Level I technical assistance in a dynamic call center environment. Your day-to-day will involve proactive communication with users regarding any online production system issues or outages. You'll dive into problem analysis, identifying solutions for all the day-to-day operational challenges related to specific software applications, personal computers, and network access. You can expect a mix of tasks—from responding promptly to user queries about computer hardware or application software to documenting problems in our tracking system. With your keen analytical skills, you'll resolve 75% of the issues on the first go, while knowing when to escalate more complex problems to Level II support. You will also collaborate with vendors for unresolved network problems, ensuring timely follow-ups to guarantee user satisfaction. Familiarity with a variety of applications like Microsoft Office and our specialized products such as FB CARES is essential. To thrive in this role, you’ll need at least a high school diploma and three years of IT experience. Understanding insurance concepts is a big plus! Join us and be part of a supportive environment that values your contribution while offering excellent benefits including medical, dental, vision, and 401K plans. Let's improve our user experience together!

Frequently Asked Questions (FAQs) for Agency Support Analyst Role at Michigan Farm Bureau Family of Companies

What are the main responsibilities of an Agency Support Analyst at Farm Bureau?

As an Agency Support Analyst at Farm Bureau, you'll handle Level I technical support for a diverse range of end-users. Your key responsibilities include providing immediate assistance for hardware and software issues, analytical problem-solving, and documenting all interactions in our service desk tracking system. You'll be expected to resolve 75% of inquiries on the first contact, ensuring efficiency and customer satisfaction.